NYISO obtained its highest recorded customer satisfaction and performance score in Siena College Research Institute’s seventh annual assessment, researchers told the ISO’s Management Committee meeting on Wednesday.

Siena, a well regarded pollster, assesses two important aspects to the ISO: customer satisfaction, which measures basic consumer interfacing and engagement; and assessment of performance, a measure of whether NYISO is “realizing [its] mission through [its] performance.”

Survey participants include both market participants and senior executives of market participants.

NYISO scored a 92.3 on satisfaction and 77.6 on performance, both of which were the ISO’s highest recorded scores, Institute Director Don Levy said. Its 86.4 overall score — which Levy termed “exceptional” — combines the two with 60% weighting for satisfaction and 40% for performance.

“The satisfaction score really is quite impressive,” Levy said. “You know, we have worked with a couple of the other ISOs across the United States, and their program is not as extensive as yours. … Clearly your numbers are really standing out.”

Levy cited ISO staff’s professionalism and desire to “meaningfully address” feedback from previous surveys.

The customer inquiry satisfaction score — a measure of whether customers instituting a “ticket” with the ISO is handled efficiently and professionally — was a “near perfect” 98.7, Levy said.

The only measure that declined in 2022 was executives’ assessment of performance, which declined to 74.8 from 75.8 in 2021. Scores for market participants, by contrast, increased from 78.2 to 80.4.

Levy said the ISO could improve its explanation of its procedures and policies but added that the ISO has “already been making improvements in these areas.”

The survey also found room for improvement on considering individuals’ input, advancing its technological infrastructure and “administering open and competitive markets.”

“I think [NYISO’s] team deserves some kudos” he said. “There really is no area that has a glaring need.”

Board Compensation

NYISO CEO Rich Dewey told the MC that the Board of Directors approved a $5,000 increase in directors’ annual retainer to $76,500, based on results from a benchmarking review.

The approved adjustment will be effective in April, when the new board calendar starts.

The review resulted in no changes to:

• • • chair retainer: $50,000/year;
    • vice chair retainer: $12,500/year;
    • board committee chair retainer: $12,500/year;
    • board meeting compensation: $3,750/meeting day; or
    • board committee meeting compensation: $5,500/meeting day.